Exploring the value of a design for service approach to develop public services in the Community Voluntary Sector: a comparative analysis

This paper presents the findings from two action research case studies that explore the value of using a ‘design for service’ approach to develop public services in the community voluntary sector (CVS). Each case study was conducted within a CVS organisation that was developing or offering public services. Both were local charities that are part of UK federations; the first offering mental health and wellbeing services, the second providing community education services. The paper will present the outcomes of using a ‘design for service’ approach, including systematic inquiry, visualisation, and challenging existing stakeholder perceptions. The comparison will identify similarities and differences in each case. Factors that appear to affect the success of the approach in this context will be discussed, including organisational culture and the perception of ‘design’. These two case studies form the basis of an on-going doctoral programme. Further case studies are planned, to inform an approach framework with implications for a broad range of CVS contexts. This work will add theoretical rigour to design praxis in the emerging area service innovation for CVS organisations.